Call Center Representative

Call Center Representative

Job Summary : A Call Center Representative is responsible for answering phone calls to the COVID Call Center or APS Service line Call Centers to meet the needs of patients regarding scheduling, updating / requesting pertinent information and act as a liaison in reporting any patient suggestions to management.

Responsibilities :

• Verifies and updates current patient information (demographic, financial, and clinical) in Cerner.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately.
• Utilize triage system for all patient care related calls, in accordance with triage procedures.
• Work with practice staff to communicate patient requests and questions escalating when necessary to practice leadership
• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Provide patient test results when appropriate and under the direction of the medical staff.
• Accept and directs deliveries of medical / office supplies and mail.
• Perform general office duties, such as document preparation, scanning, mailing, and filing.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Qualifications / Requirements :

Experience : Minimum of one (1) year of call center and customer service experience preferred.

Education : High school diploma or equivalent required. Associate degree from an accredited institution is preferred.

Licenses / Certifications :

Other : Bilingual (English / Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).

PI78b6150800de-30511-38905955